Source: Serco
Dubai, UAE: Serco has entered into a significant contract extension with Dubai Airports worth AED 495 million (approximately £100 million). The contract extension continues the partnership to improve traveller experience at airports in Dubai for a further five years until December 2030.
Serco has engaged with Dubai Airports for the past six years. This extension follows a successful five-year term followed by a one-year extension. Serco will continue the work at both Dubai International Airport (DXB) and Dubai World Central – Al Maktoum International Airport (DWC).
Assisting Passengers from Consideration to Completion. As part of this arrangement, Serco will provide a range of services to ensure that Airport journey is seamless and comfortable as possible for passengers. These include:
- Guest experience ambassadors
- Teams to assist with passenger check in and movement
- Traffic marshals and buggy drivers
- Chauffeurs
- Hosts for VIP travellers in lounges
More than 1,500 Serco staff already work at the airports. They serve over 93 million passengers each year to deliver safe and cordial experiences from arrival to departure.
What the Leaders Said
Phil Malem, CEO of Serco Middle East and CEO of +impact, said: “The latest extension allows us to build on the success we have enjoyed with Dubai Airports over the last six years, supporting Dubai in delivering a best-in-class aviation hub. Dubai Airports continues to set global benchmarks for airport experiences, and we are extremely proud to be part of that journey, helping to shape passenger services through expertly trained teams, innovative solutions, and our customer experience expertise.”
Majed Al Joker, Chief Operating Officer of Dubai Airports, said: “This renewed partnership with Serco comes at a time when guest expectations are higher than ever, and the scale of our operations continues to grow. At DXB and DWC, we see every interaction as an opportunity to create a positive and lasting impression. Serco’s dedicated teams are an extension of that vision, bringing professionalism, empathy, and consistency to some of the most crucial touchpoints along the journey. As we look ahead to welcoming more that 96 million guests this year, this collaboration will play a key role in ensuring our airports remain among the most guest-centric in the world.”
Serco’s Experience in Aviation
Serco has more than 75 years’ experience in the aviation industry in the Middle East. In addition to guest experience, the company will also offer air navigation, emergency response, training, and facilities management at airports in the region.
About Serco
Serco is a global organisation and leader in providing services, including technology, to governments and other public services throughout the world. Serco has over 50,000 people, across countries such as Canada, the US, and the UK, working in a variety of fields including defence, space, migration, health, transport, and customer services (e.g., call centre customers). Serco brings people, technology and smart ideas together to find innovative solutions to some of the biggest challenges facing public services.
